Tag: Front Desk Tips

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The Surprise Guest in Your Hotel Room: How The Heck Did This Happen?

September 10, 2014 at 1:40 PM | by | Comments (3)

At least he's wearing underwear.

Our former front desk guy, Aditya Rajaram, has given valuable tips on effectively complaining to the front desk when something goes wrong. He's also shared what really happens behind the front desk. Now, he's giving us the lowdown on the most horrible offense a front desk can commit--assigning two different guests to the same room.

Hotel guests often think that the hotel's computer system are without error, but the truth is, not only can these systems malfunction, they can also fall victim to human error, typically by the front desk associate.

Hotel staff are trained to be very careful with the check-in process. This means checking the entire reservation screen to make sure we have the name/address and payment information right (and to write down the room number for the guest, not say it out loud.) Alas, mistakes are inevitably made and serious guest issues can arise.

The most serious offense made by a front desk associate is when two guests are checked into the same room. Below, I'll explain how this miscommunication could have happened and what the guest and the hotel should do when it does.

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Is There Any Way Around Those Hidden (And Not Hidden) Hotel Fees?

September 2, 2014 at 2:50 PM | by | Comment (1)

The minibar menu is a good place to start for finding out what's NOT free in your hotel room

Our former front desk guy has given valuable tips on effectively complaining to the front desk when something goes wrong. Now, he's got a few tips on getting around those pesky hotel fees that pop up from out of nowhere on your bill.

Hotels have been notorious for offering "convenient" products and services, then finding a way to tack on the extra charges to your hotel bill before you leave. According to a recent report, those fees will total up to $2.25 billion for hotels in the U.S. for this year alone.

While some fees and surcharges are unavoidable, i.e. the infamous Javits Convention Center tax in NYC and state and municipal taxes, there are other fees that aren't always clearly marked, like that daily newspaper charge that is actually optional or the pool towel fee that isn't listed anywhere except in small print at the bottom of a sign far away from the pool entrance.

Here are some ways to ensure you avoid these fees and if they are unfairly charged, how to get them removed:

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Yes, The Hotel's Front Desk is Talking About You. Here's What They Are Saying

August 21, 2014 at 11:26 AM | by | Comments (0)

Oh, if those computers could talk.

Our former front desk guy has given valuable tips on effectively complaining to the front desk when something goes wrong. But if start a screaming match with the front desk, or any other hotel employee, you can be assured they will "make a note of this." Here's what really goes on behind the front desk.

Most hotels have a system where information about each guests’ needs are documented and further highlighted upon check-in, so that all staff are aware of the profile of the guest and anticipate all their needs. These comments are further enforced during a typical 15-minute "stand-up" (a pre-shift run through of the day’s status, events, information and VIPs). A proper handling of these comments ensures that all staff has the same information and relays a consistent level of information and service to the guest.

However, some of the comments placed on a guest account go far beyond the rudimentary drink and pillow preferences, and instead highlight details pertaining to a specific incident during their previous stay or an extreme requirement that must be attended to when a guest checks in, or an alert about unorthodox behavior or a previous complaint placed by the guest.

Below is a glimpse of some comments that have graced guests' accounts over my years as part of the front desk team, and how we handled them.

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